One of the key elements of delivering quality service to an organization is to ensure that teams have relevant information to hand, to assist in having a clear understanding of the situation. That is done through integrations of different system that the company is using. Integrations are best done with a modern ITSM tool that uses REST API to connect to other applications. This way you make sure you can connect different data sources from cloud applications like Google Apps, CRM or on-premise ERP-systems with your ITSM tool.